TITLE

IT'S ALL COMING 2.0gether

AUTHOR(S)
Lager, Marshall
PUB. DATE
December 2007
SOURCE
CRM Magazine;Dec2007, Vol. 11 Issue 12, p22
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article discusses the integration of customer experience management (CEM) into customer relationship management, to create the CRM 2.0 concept. According to Paul Greenberg, author of the book "CRM at the Speed of Light," he considers CRM 2.0 as an embodiment of customers who control the business ecosystem. The trend is also characterized by the popularity of social networking as the basis of how customers relate to businesses. Customers' experience is emphasized and measured using various analytics.
ACCESSION #
27747984

 

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